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Easy Read: How train companies should decide how to say sorry - What do you think?
Authored on
30 June 2026
Document
PDF 7.47 MB
Rail
Assisted Travel (Accessibility)
Consumer
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About
What we do
Our business plan
Our functions
The law and our duties
All what we do
Who we are
The board
Executive directors
Committees
Register of interests
Board meeting minutes
All who we are
How we work
How we prioritise our activities
Expert advisors
Railway Industry Health and Safety Advisory Committee
Consumer expert panel
Road expert panel
All expert advisors
Our accountability
How we're funded
Reform of regulators and regulation
Better regulation
Impact assessments
Register of business critical models
All how we work
Rail Reform
The Railways Bill
ORR’s rail reform consultations
Monitoring whole-system performance
Preparing for the future access and licensing regimes
Funding Period Review (FPR) process
Passenger Watchdog
The Retail Code of Practice for GBR
Independent health and safety oversight
See all Rail Reform
Who we work with
Agency agreements and MoUs
International engagement and co-operation
All who we work with
Corporate reports and accounts
ORR annual reports and accounts
Diversity & inclusion
Health & wellbeing
Publication scheme
See all corporate reports
Corporate data
Workforce management information
ORR organogram and data sets
Spending figures
Government Procurement Card figures
People surveys
Freedom of information
All corporate data
Careers
Our people
ORR values
Vacancies
ORR benefits
Applying to ORR
When you join ORR
Apprenticeships
All careers
How we procure goods and services
Supplying us
Minimum level of competition
Our policy on working with SMEs
Online e-tendering system
Government policy on public expenditure transparency
Accounts Payable
The Procurement Act 2023
All procurement
Whistleblowing to ORR
See all About ORR
Monitoring & regulation
Rail regulation
Rail networks we regulate
Network Rail regulation
High Speed 1 (HS1) regulation
Northern Ireland
Network statements
All on networks we regulate
Promoting health and safety
Investigation and enforcement powers
Annual health and safety report
All promoting health and safety
Protecting rail passengers
Know your rail rights
Annual rail consumer report
Passenger assistance
Passenger information
Complaints & compensation
Tickets & fares
Consumer law investigation and enforcement powers
All protecting passengers
Promoting rail competition
Competition Act 1998
Report a suspected competition issue
Market monitoring
Competition work
All promoting competition
Rail investigations
Promoting rail investment
When do I need to start engaging with ORR?
The investment framework
Managing safety
Authorising vehicles and infrastructure
Securing access to the rail network
Licensing
What other bodies might I need to engage with?
All promoting investment in the rail network
All rail regulation
Roads monitoring
Holding National Highways to account
Annual assessment of National Highways
Annual assessment of safety performance on the SRN
Monitoring smart motorways
Benchmarking National Highways' performance and efficiency
National Highways licence monitoring and enforcement
Our role in the development of road investment strategies
All roads monitoring
Environment and sustainable development
The environment, sustainable development and rail
The environment, sustainable development and roads
ORR corporate sustainable development activity
All environment and sustainable development
See all
Guidance & compliance
Rail guidance and compliance
Health & safety
Passenger safety
Occupational health
Level crossings
Strategy & guidance
Laws
Reporting railway incidents
Apply for permissions, certificates or authorisations
Railway infrastructure and vehicle safety
All health & safety
Operator access to the network
Infrastructure access guidance and policies
Access to regulated networks
Station and depot access
Appeals under The Access and Management Regulations
All on operator access to the network
Operator licences & exemptions
Licensing the railway
Licence obligations
Third party liability insurance notifications
How to apply
Model licences and licence exemptions
Current licences
Licence exemptions
Current licence casework consultations
All operator licences & exemptions
Train driving licences & certificates
All rail guidance & compliance
Consultations
Publications
Media centre
Press releases
Statements
Blogs
Podcasts
Newsletters
Media enquiries
View all Media centre content
Contact
